Claims Specialist - Energy Capital

Alfa Laval•Richmond, VA

34d•$60,000 - $75,000•Hybrid

About The Position

The Claims Specialist for Energy Capital will have full ownership and administrative responsibility for the end-to-end customer claims handling process for our Energy Capital customers. They will work closely with customers, channel partners, and sales to clearly define the problem for the customer and create an action plan to get the customer’s issue resolved quickly with the highest level of customer centricity. They will collaborate closely with Alfa Laval suppliers, service centers, and field service coordinators to execute the plan in the most efficient and financially responsible manner. This is a hybrid position located in Richmond, VA or Houston, TX.

Requirements

Experience working in claims and order fulfillment systems.
Excellent written and oral communication skills
Commitment to outstanding customer service and support
Ability to handle multiple tasks within a fluctuating workload
Demonstration of sound business judgment and shared values

Nice To Haves

Experience working in operations or with operations processes is a plus.
Knowledge of Alfa Laval’s capital equipment portfolio.

Responsibilities

Register customer claims in Alfa Laval’s global claims system (ACT).
Open claim orders in Alfa Laval’s order fulfilment system (One4AL).
Create remedial actions to fix the problem for the customer. Execute or assign responsibility for remedial actions. Ensure remedial actions are completed to the satisfaction of the end customer and account for all costs associated with execution of the remedial actions. Always put the highest priority on fixing the problem for the customer.
Create material return actions to get equipment and parts moved from the customer’s site to Alfa Laval factories or service centers. Work with the Logistics Control Tower (LCT) and the Alfa Laval factories and service centers to coordinate the pick-ups and deliveries of the associated goods. Ensure material return actions are completed and account for all costs associated with the material return actions.
Work with field service coordinators to arrange for service technicians to visit customer jobsites to troubleshoot problems and make repairs to equipment. Ensure field service reports and costs are reported promptly in the claims and order fulfillment systems.
Partner with factories, service centers and field service technicians to review customer claim trends and determine root causes. Agree on corrective and preventive actions geared towards eliminating future claims of a similar nature.
Meet regularly with global BU claims coordinators to review claim trends and ensure actions and problems are being resolved and closed expeditiously in all systems.
Collaborate with the Quality Manager, BU claims coordinators, Sales and Suppliers to establish key performance indicators for claims. Provide updates regularly to all claim stakeholders.
Ensure all claim costs are accounted for on each claim. Work directly with causative units to make sure claim cost settlements have been executed and the final claim costs are distributed to the correct entities per Alfa Laval’s claim rules.